Refund policy
SIMPLE & EASY RETURNS
UK RETURNS
We are confident you will love your chosen abaya. However, if required, we have simple returns process you can follow.
Kindly note, all return postage and fees, are the responsibility of the customer.
Please note, you will receive the cost of the garment, minus the cost of delivery and returns fees back.
To receive a refund for your return:
- Your return request must be raised with us via email on serenity.shop.essex@gmail.com and sent back to us within 14 days of receipt.
- Please ensure your email includes your full name, order number and item name.
- We do not offer exchanges therefore a new order will need to be placed, should you wish to purchase any additional items.
- You must ensure that your return is in perfect unworn condition. The item will be carefully inspected before a refund is issued, Please note that if your return is in an unsellable or altered condition, it will be returned back to you.
How long do I have to submit my return?
All customers must log their return via email to us within 14 days of receipt. Once the return is logged with us, customers must return the item to us within 14 days from that date. After the 14 days, the label will expire, and a return cannot be processed or accepted.
How long does it take for Serenity to process your return and refund?
We will attempt to process all returns within 5-10 days of receipt. We will use this time to quality check each product thoroughly, and ensure that the garment is in an acceptable and sellable condition. Once we have received and accepted your return, your refund will be processed within 7-10 business days (please allow extra time during peak period).
What if my product isn’t quite right?
All garments are carefully checked and packed before being sent out. However, if you do happen to receive a faulty item, you must reach out to our customer care team via email at serenity.shop.essex@gmail.com within 48 hours of receipt to discuss next steps. Please ensure you send a description of the issue and relevant photos so we can arrange the fastest remedy.
What if I try to process a return outside the returns window as stated above?
Customers will not be offered a refund or a credit option if they attempt to process a return outside of our returns window. If you have any issues returning your purchase please reach out to our customer care team on serenity.shop.essex@gmail.com
Kindly note that any costs paid on delivery cannot be refunded.
EXCHANGES
While Serenity does not offer exchanges at this time, our return policy allows up to 14 days to return for a refund. A new order may be placed at any time for the item you wish to have instead.